Adistasya, . (2025) ANALISIS OPTIMALISASI RESPONSE TIME DALAM LAYANAN PERBAIKAN ALAT BERAT DENGAN METODE SIX SIGMA PADA PT. XYZ. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The competitive landscape of the heavy equipment service industry drives PT. XYZ to maintain high service quality, particularly in the response time of repair services. The company targets its technicians to arrive at the customer site on the same day. However, in 2024, out of a total of 1,459 service orders, 30.09% experienced delayed response times. This study aims to identify the root causes of the delays and formulate improvement solutions using the Six Sigma approach through the DMAIC (Define, Measure, Analyze, Improve, Control) methodology. The analysis was conducted using various tools including SIPOC, CTQ, DPMO, Petri Net-based Business Process Mining, Fault Tree Analysis, and Monte Carlo simulation. The results indicate that the delays were caused by process inefficiencies, limited cross-divisional coordination, and issues related to technician and spare part availability. The improvement recommendations proposed in this study aim to optimize serviceman response time to meet the company’s targets. These include developing a technician planning SOP based on historical data using Simple Moving Average (SMA) forecasting, implementing a digital SLA monitoring system, creating a technician delay evaluation form, and establishing a Work Instruction (WI) that ensures Service Orders are only created when parts are available. All recommendations were derived from root cause analysis and their effectiveness was validated in the Control phase using Monte Carlo simulation. The simulation results showed a reduction in DPMO and an increase in sigma level, reflecting enhanced service quality and operational efficiency.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 2110312048] [Pembimbing: Mohammad Rachman Waluyo] [Penguji 1: Donny Montreano] [Penguji 2: Yulizar Widiatama] |
| Uncontrolled Keywords: | Response time, Six Sigma, DMAIC, SLA, Service improvement |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Teknik > Program Studi Teknik Industri (S1) |
| Depositing User: | ADISTASYA |
| Date Deposited: | 05 Aug 2025 03:04 |
| Last Modified: | 05 Aug 2025 03:04 |
| URI: | http://repository.upnvj.ac.id/id/eprint/39467 |
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